Broker CRM Requirements: A Due-Diligence and RFP Checklist
Define what a brokerage CRM must prove across onboarding, compliance, client service, partners, payments, data governance, security, and exit.
Direct answer
A broker CRM should be specified as controlled workflows and records, not as a sales dashboard. Determine whether it must manage leads, applicants, verified clients, legal entities, accounts, partners, communications, documents, consent, KYC cases, payment cases, complaints, tasks, and commissions. For each function, define the authoritative record, permissions, approval, audit history, integration, reconciliation, retention, service level, and export. Never assume that a CRM included with a trading platform covers regulatory operations or that a named integration is production-ready for your scope.
Apply this guide to RTX5
See where CRM fits in your RTX5 package
CRM is included with RTX5 Entry; other plans have different commercial treatment. Bring your client, account and partner workflows to confirm the required scope in a demonstration.
Decide what CRM means for this brokerage
Separate relationship management from regulated books and records. A sales CRM may track prospects, calls, campaigns, and opportunities. A brokerage operations platform may additionally hold onboarding evidence, client classification, account permissions, payment cases, complaints, partner structures, and document acceptance. Some products combine these; others integrate specialist systems. Write the required capabilities before comparing labels so a polished pipeline screen is not mistaken for a complete client-control environment.
Define the populations and relationships the system must represent: individuals, companies, beneficial owners, directors, authorized users, prospects, applicants, rejected applicants, active and closed clients, introducing brokers, affiliates, sub-partners, employees, and service providers. Record which legal entity owns each relationship and prevent data leakage across brands, regions, or regulated entities. Complex ownership and authority should not be reduced to free text.
Name the system of record for identity attributes, verification outcomes, risk ratings, agreements, communications, accounts, deposits, withdrawals, trades, balances, complaints, and partner commissions. The CRM may present or orchestrate data without owning it. When records disagree, operations need a deterministic resolution and reconciliation process rather than manual copying between screens.
Model onboarding as a controlled case
Build configurable stages for eligibility, identity, address, business verification, beneficial ownership, sanctions and politically exposed person screening, source-of-funds or wealth review where required, classification, appropriateness or suitability where relevant, agreement acceptance, manual review, approval, rejection, and periodic refresh. Each state should have entry criteria, permitted transitions, owner, service target, reason code, required evidence, and escalation.
Preserve vendor responses and the firm's decision separately. A screening provider may return candidates or scores, but an accountable person or approved rule determines the outcome. Retain query inputs, dataset or response references, timestamps, match disposition, reviewer, and rationale consistent with applicable obligations and data rights. Provide four-eyes approval for high-risk or exceptional decisions where policy requires it.
Version disclosures, questionnaires, terms, privacy notices, and marketing consent. Prove what the client saw, language, answers, changes, time, channel, and accepted version. If an administrator corrects data, retain the original, reason, approver, and downstream notifications. A generic "verified" flag without provenance will not support investigations, complaints, or regulator questions.
| Object | Evidence to retain | Control to test |
|---|---|---|
| Eligibility | Country, entity, product, client type, rule version | Blocked combinations cannot proceed |
| Identity | Submitted data, document references, provider response | Retries and manual changes remain visible |
| Screening | Query, candidates, disposition, reviewer, time | A cleared case can be reopened when data changes |
| Risk assessment | Inputs, score/rationale, policy version, approval | Overrides require authority and reason |
| Agreement | Exact document version, language, channel, acceptance | No account opens against an obsolete mandatory version |
| Decision | Outcome, restrictions, decision-maker, rationale | Downstream account status matches the case |
Connect client service, payments, and complaints
Provide one service view without erasing source-system boundaries. Agents may need identity status, account permissions, funding events, positions, recent technical events, communications, and open cases, but access should be limited by role and purpose. Sensitive data can be masked until a case requires it. Every view and change should be attributable, and high-risk actions should not rely solely on caller knowledge questions.
Treat deposits and withdrawals as cases linked to immutable transaction references. Show provider status, bank or blockchain references where applicable, amount, currency, fees, timestamps, payer or beneficiary checks, risk holds, approvals, reversals, chargebacks, ledger postings, and reconciliation status. The CRM should not silently overwrite a failed payment with a successful retry. Manual balance adjustments need separate authority and accounting evidence.
A complaint workflow needs intake across channels, acknowledgement, categorization, ownership, deadlines, investigation evidence, communications, outcome, redress where applicable, root cause, and reporting. Preserve the client's original wording and connect the complaint to relevant trades, calls, disclosures, platform incidents, and employees. Analytics should identify recurring causes without closing individual accountability. Jurisdiction-specific complaint and ombudsman requirements require legal review.
Control partner, IB, affiliate, and commission workflows
Represent partner agreements, approved activities, territories, channels, marketing permissions, remuneration rules, tax information, due diligence, conflicts, review dates, and termination. A referral relationship can create regulatory and conduct issues depending on what the partner says and does. Do not let a multi-level tree or referral link outrun the legal analysis of solicitation, advice, handling funds, or other activities.
Commission calculation should be reproducible from versioned rules and source events. Define eligible clients, instruments, accounts, volume or revenue base, exclusions, chargebacks, corrections, tiers, sub-partner allocation, currency conversion, settlement, and approval. Retain the formula version applied to each posting. Give partners transparent statements without exposing unrelated client personal or trading information.
Monitor partner quality beyond acquisition count. Review geographic traffic, rejected or duplicated applicants, complaint rates, misleading claims, incentive abuse, suspicious payment patterns, churn, and concentration. Suspend links or payment when rules require investigation. Archive marketing materials and approvals so the brokerage can show how its name and products were presented.
Specify integrations and data governance precisely
List every upstream and downstream interface: website forms, identity vendors, sanctions providers, document signing, trading platform, account service, ledger, payments, banking, market communications, telephony, email, messaging, ticketing, analytics, and regulatory reporting. For each, define schema, identifier, authentication, event or polling model, rate limit, retry, duplicate handling, error queue, monitoring, and support owner.
Use a client master identifier while retaining source identifiers and legal-entity boundaries. Establish rules for duplicate detection, merge, split, corrected identity, and multiple accounts. A merge is a high-risk data operation: require evidence, approval, reversible mapping, and downstream reconciliation. Avoid using an email address or phone number as the permanent primary key.
Create a data inventory with purpose, lawful basis where applicable, classification, location, processors, access, retention, legal hold, export, correction, and deletion handling. Data minimization is especially important when leads never become clients. Marketing consent, service communications, regulatory retention, and security logs may have different legal bases and retention rules; one global delete button can therefore be unsafe or noncompliant.
Require security, audit, resilience, and change evidence
Test least privilege across sales, support, compliance, payments, finance, dealing, partner management, administrators, vendor support, and developers. Sensitive actions should have purpose-limited permissions, step-up authentication where appropriate, dual approval, and an audit record containing actor, time, prior value, new value, reason, case, and source. Read-only exports and bulk operations deserve the same scrutiny as edits.
Ask how the vendor builds, tests, releases, and recovers the service. Review security responsibility, tenant isolation, secrets, encryption, vulnerability management, penetration testing scope, dependencies, logs, incident notification, backup, recovery objectives, recent exercises, maintenance, and rollback. NIST and OWASP can structure questions, but an unscoped badge or framework claim does not prove the proposed deployment.
Exercise continuity with realistic operations: unavailable CRM, unavailable identity provider, delayed trading data, email outage, failed webhook, and restoration from backup. Determine which tasks can continue safely, what is queued, how duplicate action is prevented, how clients are informed, and how restored data is reconciled. Export and restore a representative client case during due diligence, not only at termination.
Decision checklist
- CRM scope distinguishes sales, client operations, compliance, portal, and partner functions
- Every status change has criteria, owner, reason, timestamp, and audit evidence
- Identity and screening provider results remain distinct from the firm's decision
- Payment and commission calculations trace to source events and rule versions
- Legal-entity and regional data boundaries are enforced and tested
- Privileged, bulk, merge, export, and manual-adjustment actions have strong controls
- Interfaces handle duplicate, delayed, missing, and out-of-order messages
- Complete data export, transition assistance, retention, and deletion are contractual
Compare proposals without assuming what is included
Require suppliers to complete the same requirements matrix and demonstrate scripted journeys with realistic roles. Mark capabilities as production, configurable, custom, third-party, beta, roadmap, or unsupported. Request the exact edition, deployment, regions, limits, integrations, and third-party contracts proposed. A platform's public description can inform discovery, but it does not establish the scope, price, or support your brokerage will receive.
Normalize costs for implementation, migration, environments, active records or users, messages, storage, identity checks, communications, integrations, reports, support, customization, upgrades, training, data export, and exit. Test volume scenarios and minimum commitments. A nominally included CRM can still require paid identity, payment, communications, analytics, or professional services; a separate CRM may bundle some of them. Compare equivalent outcomes, not headings.
RTX5's published Entry plan includes CRM at no additional licence charge; confirm the scope using the linked pricing source and a written quote. Standard lists CRM as a separately priced standalone add-on, so CRM inclusion should not be generalized across every plan. Request a demonstration of the required client, account and partner workflows, with particular attention to permissions, connector scope, record exports and third-party identity or payment costs.
Primary sources and evidence boundary
Sources are listed to support specific definitions, public vendor statements, and regulatory frameworks. They do not endorse Orrnn, prove that a product meets a requirement, or replace a current proposal, contract, legal opinion, technical test, or regulator decision.
The original source review was completed on 21 September 2026. RTX5 pricing and plan references were updated on 26 September 2026; the dated note below identifies that product source. Recheck time-sensitive requirements and commercial terms before relying on them.
- RTX5 broker pricing and plan inclusions
RTX5 / Orrnn
Product pricing reviewed 26 September 2026. Vendor-published commercial scope, not independent proof of performance, compatibility or regulatory approval. Inclusions vary by plan.
- The NIST Cybersecurity Framework 2.0
National Institute of Standards and Technology
Useful for structuring governance, supplier, protection, detection, response, and recovery questions.
- Secure Software Development Framework (SP 800-218)
National Institute of Standards and Technology
Primary secure-development guidance that can support vendor and internal engineering due diligence.
- General Data Protection Regulation
EUR-Lex
Official EU legal text relevant where its territorial and processing scope applies; obtain counsel on applicability and obligations.
- Application Security Verification Standard
OWASP Foundation
A requirements framework for application-security verification, not proof that any named product is secure.
Related reading and next steps
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ReadYour next step
Explore an RTX5 configuration for your business.
Compare the published platform plans, then share the account capacity, client workflows and connectivity your business needs. A requirements discussion can establish the demonstration scope, quote and implementation dependencies. Module inclusions vary by plan.